Job Description

Reports To

Head Golf Professional

Assist with the overall operation of the golf facility with emphasis on supervision of the golf shop staff. The primary responsibilities will include promoting and exemplifying the highest levels of customer service, assisting new golf members and working with the membership department, tournament operations and training new staff member. The position requires consistent adherence to policies and procedures of the department as outlined in the Biltmore Standard Operating Procedures (BSOP'S).

Requirements

Responsibilities

• Provide exceptional guest service
• Go above and beyond for every guest at the golf course
• Answer the phone and assist guest with tee times and questions
• Assist guests with merchandise and equipment purchases
• Keep the golf shop clean and neat at all times
• Assist with inventory management
• Assist with tournament operations and group outings.
• Work closely with other hotel employees to ensure pertinent information is being communicated
• Assist with staff training consistent with Biltmore Standard Operating Procedure
• Assist with the Junior Golf Program
• Assist with member functions and golf events
• Assist with course marking
• Understand the operating budget in order to meet department goals

Experience and Education Required

• Education - High School Diploma is required. Bachelor's degree preferred. Enrollment in PGA of America program preferred.
• Experience - Minimum one year guest service experience preferred

Skill Required

Must able to:

• Speak, read, write and understand the English language
• Compute accurate mathematical calculations
• Provide legible communication and directions
• Prioritize and organize
• Perform job functions with attention to detail, speed and accuracy
• Think clearly, remaining calm and resolving problems using good judgement
• Follow directions
• Understand guest's service needs
• Work cohesively with co-workers as part of a team
• Work with minimal supervision
• Maintain confidentiality of guest information and pertinent resort data
• Use a computer keyboard and posses basic typing skills
• Posses moderate to advanced computer skills
• Work in a dynamic and constantly changing environment
• Adept to multitasking

Success Criteria

- Team Player

o Demonstrates co-operation within the team and with other departments

o Listens carefully and works well with others

o Has a positive influence on others in the team and clearly enjoys working with people

- Guest Focused

o Anticipates guests’ needs and is sensitive to people from all cultures

o Has a natural, warm smile and a friendly and passionate approach

o Demonstrates confident, helpful and genuine behavior with internal and external guests.

- Delivers their Best

o Has energy and sense of urgency for his/her work

o Resourceful, makes things happen and looks for ways to work more efficiently

o Always looks their best and acts appropriately (e.g. approaching guests, body language, and eye contact)

- Composed

o Able to stay calm under pressure

o Demonstrates maturity and ability to cope with the unexpected

o Never lets personal feelings interfere with delivering the highest standards

- Trustworthy and responsible

o Excellent records of attendance and punctuality

o Is reliable and demonstrates the ability to work without supervision

o Demonstrates a high level of personal integrity, honesty and trust

- Time Management

o Uses his/her time effectively and efficiently; values time, concentrates his/her efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activities. Makes decisions in a timely manner

- Listening

o Practices attentive and active listening; has the patience to hear people out; can accurately restate the opinions of others even when he/she disagrees

Standard Specifications

Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other employees or guests.

A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.

This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time. This job description reflects the job content at the time of writing and will be subject to periodic change in light of changing operational and environmental requirements. Such changes will be discussed with the job holder and the job description amended accordingly. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor.

Due to the nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel which may include overtime, weekends and holidays. The employee will carry out any other duties as are within the scope, spirit and purpose of the job as requested by the line manager or Head of Department/Division.

The employee will actively follow The Biltmore Hotel policies including Equal Opportunities policies and will maintain an awareness and observation of Fire and Health & Safety Regulations.

This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.

Grooming

All employees must maintain a neat, clean and well-groomed appearance per Biltmore standards.